intelligent Contact Centre (iCC)

Supporting staff working in virtual teams.

What It Is

intelligent Contact Centre (iCC) handles in-bound customer enquiries like a well-run call centre but without the need to have staff at a single location and without investment in centralised call centre equipment.

The Proposition

Agents spread across a wide geographic area can handle incoming calls as a virtual team, with the flexibility of using a wide variety of standard telephone handsets; internal, external, fixed or mobile, on any network at any worldwide location.

The ability to support wide area call distribution makes this contact centre solution a particularly attractive proposition for small departmental contact centre and helpdesks and for handling contact centre overflow situations or providing an out-of-hours service using home-based workers.

The solution supports a wide range of standard call centre functions, including call queuing and announcements, call routing that can allow for agent wrap up time and longest waiting agent, supervisor mode and wallboard support for monitoring and control, call recording and statistical reports for management cost accounting and performance evaluation.

Key Benefits

• Dynamically supports small professional contact teams without investment in complex call centre solutions
  
• Works with existing phone systems – no new hardware needed • Increasing choice and supporting flexible working
  
• Location, network and device independent contact teams
  
• Supervisory functions for information and control
  
• Supports physical wallboards and ‘virtual’ wallboards via browser interface

How It Works

iCC can be configured to allow agents to register their availability to receive calls at any location, over any network, to any telephone handset.

The size of the contact centre can be scaled around the number of concurrently available agents.

Calls can be dynamically queued with the abilityto customise queue details as announcements. An option to incorporate the position-in queue of the caller is supported. Maximum queue length and additional time parameters can be applied.

Supervisor options include the ability to listen to an agent’s call, whisper to the agent and join the call at any point. There is also a web-based application that displays productivity statistics for each team and team members.

All calls or calls for specific agent teams or inbound numbers can be recorded in conjunction with the TeleWare intelligent Call Recording (iCR) application.

Delivery / Upgrade

All applications are scalable and can be integrated into the customer’s existing infrastructure or provided as a hosted service on a pay-as-you-go basis.

Download the intelligent Contact Centre Product Sheet in Adobe PDF format